Refund policy

Return Window

Request within 7 calendar days after delivery

Authorization

Written approval required before return

Product Condition

Unused, unopened and in original packaging

Restocking

Approved returns may incur up to 30%

Refused Deliveries

Not authorized returns and not refundable

Delivery Changes

Customer alterations void refund eligibility

Stops & Seizures

Final sale and not covered by protection

1. Final Sale After Carrier Acceptance

Once a package is physically accepted by the shipping carrier, the sale is final while the shipment is in transit. The order cannot be canceled, recalled, changed, rerouted at Frisco Labs’ expense or refunded as an unshipped order.

Creating a shipping label alone does not constitute carrier acceptance. Carrier acceptance occurs when tracking or other carrier records show that the carrier physically received, scanned or moved the package.

Carrier transit times are estimates. A delay, missed scan, routing event, weather interruption, security review, compliance review, carrier hold or investigation does not reopen the order for cancellation and does not automatically qualify the order for a refund.

2. Authorized Returns After Completed Delivery

A customer may request an authorized return only after the shipment has been delivered and, when required, accepted through the carrier’s adult-signature process.

The request must be received within 7 calendar days after the delivery date shown by the carrier. Requests submitted after the seven-day window may be denied.

The customer must obtain written Return Authorization from Frisco Labs before mailing anything back. Return Authorization allows eligible merchandise to be sent for inspection; it does not guarantee a refund, exchange, replacement or store credit.

3. Return Eligibility and Product Condition

To remain eligible for inspection, returned merchandise must satisfy every applicable condition below:

• The request was submitted within seven calendar days after confirmed delivery.
• Frisco Labs issued written Return Authorization before the package was mailed.
• The product is unused, unopened, unconsumed, untampered with and in the same condition in which it was delivered.
• Original packaging, seals, labels, inserts, certificates, promotional items and included materials remain complete and intact.
• The product was stored and handled appropriately after delivery.
• The return is shipped within the authorization deadline and according to the written instructions supplied by Frisco Labs.

Opened, used, consumed, sampled, altered, relabeled, repackaged, tampered, contaminated or customer-damaged merchandise is not eligible for return. Merchandise that cannot be safely or lawfully resold for health, safety, regulatory or product-integrity reasons may also be denied.

Products marked final sale, clearance or nonreturnable, customized items, and international orders are ineligible unless Frisco Labs approves an exception in writing or applicable law requires otherwise.

4. How to Request Return Authorization

Email info@friscolabs.com within the seven-day request window and include:

• Frisco Labs order number
• Full name and email address used for the order
• Product name and quantity involved
• A clear explanation of the return reason
• Clear photographs when the request involves damage, condition, weight, packaging or an incorrect item

Do not send merchandise to Frisco Labs without written authorization and return instructions. Unauthorized packages may be refused, held without processing or deemed ineligible.

5. Return Shipping and Transit Risk

Unless Frisco Labs confirms a verified fulfillment error or agrees otherwise in writing, the customer is responsible for all return-shipping costs.

The customer must use a trackable shipping service, follow the return instructions, package the merchandise securely and retain proof of shipment. Frisco Labs is not responsible for a customer return that is lost, damaged, delayed, misdirected or delivered to an unauthorized address.

Collect-on-delivery packages and returns that create unpaid postage, duty, storage or carrier charges may be refused or the charges may be deducted from any refund that is later approved.

6. Customer Delivery Changes and Alterations to the Original Order

Customer alterations include, without limitation:

• Changing, correcting or replacing the shipping address
• Changing the recipient name, business name, unit, suite or apartment
• Requesting a carrier reroute, intercept or redirect
• Redirecting the package to an access point, carrier store, locker or pickup location
• Requesting a vacation hold, delivery hold, future delivery date or delivery reschedule
• Changing delivery instructions, release preferences, signature arrangements or authorized recipient
• Changing carrier service, delivery method or any other material part of the original order or shipment

Frisco Labs does not guarantee that a requested alteration can be completed, reversed or intercepted. A request sent to Frisco Labs is not approved unless Frisco Labs confirms the change in writing before shipment.

Once the carrier accepts the package, Frisco Labs is not responsible for the results of a customer-initiated carrier change. Shipping Protection does not cover loss, theft, damage, delay, misdelivery or return caused by a customer or recipient altering the original delivery.

Any carrier adjustment, address-correction charge, reroute fee, return charge, storage charge or new outbound shipping cost resulting from the alteration is the customer’s responsibility and is nonrefundable.

7. Inspection, Restocking Fees and Refund Amount

Returned merchandise must be received and inspected before any refund, exchange, replacement or store credit is approved. Delivery of a return package to Frisco Labs does not by itself establish eligibility.

An approved return may be subject to a restocking fee of up to 30%, based on the product category, condition, packaging, handling required and ability to resell the merchandise.

Original outbound shipping, expedited-service charges, adult-signature fees and Shipping Protection charges are nonrefundable after carrier acceptance unless Frisco Labs confirms a fulfillment error or applicable law requires otherwise.

Frisco Labs may also deduct authorized return-shipping charges, unpaid carrier charges, missing-item value, damaged-packaging value, promotional adjustments or other amounts directly attributable to the returned merchandise or return process.

8. Refused, Unclaimed and Customer-Caused Returned Packages

Refusing delivery, failing to provide the required adult signature, missing delivery attempts, failing to collect a carrier-held package, allowing a carrier hold to expire, providing an incorrect or incomplete address, changing delivery details, requesting a reroute or causing a package to be returned to sender is not an authorized return and does not cancel the sale.

These events may cause Frisco Labs to incur the original outbound shipping charge, return shipping, adult-signature charges, address-correction fees, carrier adjustments, handling expenses and supplier recovery or disposition costs. These charges are nonrefundable.

If the package is received intact and remains lawful and eligible for shipment, Frisco Labs may, in its sole discretion, permit reshipment. Before reshipment, the customer must confirm an approved address and pay every return charge plus the full cost of a new outbound shipment. Reshipment is not guaranteed.

9. Carrier-Security Stops, Government Detention and Seizure

The customer is solely responsible for confirming that every ordered product may lawfully be purchased, possessed, received, transported and used at the shipping destination and anywhere the package may travel. Laws, interpretations and enforcement practices can change without notice. Checkout availability, a prior successful delivery or a location’s previous legal status does not guarantee that a future shipment will be permitted or released.

To the fullest extent permitted by law, after Frisco Labs duly tenders a shipment to the carrier, the sale remains final if the package is stopped, held, detained, rejected, confiscated, destroyed or seized by a carrier-security department, law-enforcement agency, government authority, customs office, agricultural authority or other regulatory body.

Frisco Labs does not control these third parties and cannot guarantee, direct or reverse their decisions. Frisco Labs will not issue a refund, replacement, exchange, store credit, reshipment or reimbursement for a stopped, detained, confiscated or seized shipment.

The customer assumes all resulting risk, expense and loss, including the product price, original shipping, return shipping, Shipping Protection fees, carrier adjustments, storage, disposal, fines, penalties, legal expenses and other associated charges.

If a detained package is later returned intact and shipment remains lawful, Frisco Labs may, in its sole discretion, allow reshipment after the customer pays every return charge and the full cost of a new shipment. Frisco Labs has no obligation to reship a detained or seized order.

10. Shipping Protection and Carrier Claims

Shipping Protection, when purchased and applicable, is limited to eligible carrier loss, theft or physical damage under the written Shipping Protection Policy.

Shipping Protection does not cover delays, active carrier movement, refused delivery, missed signatures, incorrect addresses, unclaimed packages, customer or recipient delivery changes, address corrections, holds, redirects, reroutes, access-point requests, security or compliance reviews, detention, customs or agricultural action, import refusal, confiscation, seizure, government destruction, changes in law or changes in enforcement.

Frisco Labs may require completion of a carrier trace, investigation or claim and may wait for the carrier’s final written determination before resolving an eligible shipping request. Purchasing Shipping Protection does not guarantee an immediate refund or replacement.

11. Damaged, Incorrect, Missing or Problem Orders

Contact Frisco Labs promptly—and no later than seven calendar days after confirmed delivery—if an order arrives physically damaged, contains an incorrect item, is missing merchandise or appears to have another product problem.

Preserve the shipping carton, shipping label, packing materials, product packaging and all affected merchandise while the issue is reviewed. Frisco Labs may require clear photographs, weight documentation, carrier records, return of the merchandise or other reasonable information.

Natural variations in flower and plant-based products—including color, size, structure, density, trim, aroma, moisture, cure and appearance—do not automatically establish damage, defect or shipment error. Each timely request will be evaluated using the product description, batch information and available evidence.

If Frisco Labs confirms a fulfillment error, Frisco Labs will determine the appropriate lawful resolution and will not require the customer to pay reasonable return shipping needed to correct that verified error.

12. Refund Processing

If a refund is approved after inspection, it will generally be submitted to the original payment method within 5–10 business days. Frisco Labs cannot send a card refund to a different card, bank account or person.

Financial institutions and payment providers control posting times after a refund is submitted. Weekends, holidays, processor reviews and bank procedures may cause additional delay.

A pending return, carrier investigation or customer complaint does not suspend an existing payment obligation and does not authorize a customer to submit false or misleading information in a payment dispute.

13. International Orders

International orders are final after payment is processed and the order is accepted. They are not ordinarily eligible for cancellation, return, refund, replacement or exchange unless Frisco Labs approves an exception in writing or applicable law requires otherwise.

The purchaser and recipient are responsible for destination-country import requirements, licenses, taxes, duties, brokerage, storage, customs action and other charges or restrictions.

International customs inspections, import refusals, detention, confiscation and seizure are governed by Section 9 above and are not covered by Shipping Protection.

14. Policy Updates and Applicable Rights

Frisco Labs may update this policy when its products, carriers, business practices, technology or applicable requirements change. The current version will be posted on this page with a revised “Last updated” date.

This policy applies to the fullest extent permitted by law. Nothing in it limits a consumer right, warranty or remedy that cannot legally be waived. If a provision is determined to be unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue in effect.